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Show Notes

/Show Notes

March 2017

206: (Tip) The Role of the CX Evangelist

Jeannie shares expert tips for becoming a CX evangelist or hiring the right person to fill this role in your organization. […]

205: Colin Shaw, The Intuitive Customer

Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy, and discuss his new book, The Intuitive Customer. […]

204: (Tip) Customer Service Leadership

Adam shares expert tips for the most effective customer service leadership in any industry. […]

203: (Tip) B2B vs. B2C Customer Experience

Adam and Jeannie discuss key distinctions to handling B2B vs B2C customer relationships. […]

202: Customer Service Tech

Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading. […]

201: (Tip) User Experience vs. Customer Experience

Jeannie shares tips and distinctions for delivering an excellent overall customer experience to those who use your digital products and services. […]

200: Our Special 200th Episode

Adam and Jeannie celebrate our 200th episode by sharing actionable takeaways and thought-provoking quotes from some of our most inspiring guests. […]

199: Graeme Newell, For Purpose Corporations

Graeme Newell, co-author of Red Goldfish, returns to share the secrets of building a brand following through social purpose. […]

198: (Tip) No Cost Ways to Please Unhappy Customers

Adam shares tips to please unhappy customers without breaking the bank. […]

197: (Tip) Using Customer Personas

Get amazing insights from customer personas by creating and using them better with these expert tips from Adam and Jeannie. […]

196: Innovating with Customers

Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. […]

195: (Tip) Building a CX Team

Jeannie shares expert tips and guidelines for building a customer experience team that scales efficiently and aligns with organizational goals. […]

February 2017

194: (Tip) Taking Negative Interactions Personally

Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout. […]

193: Amy Downs, Customer Success

Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. […]

192: (Tip) Internal Customer Service

Adam shares tips and best practices for understanding and providing great customer service through a focus on internal customer service. […]

191: (Tip) Outsourcing Customer Service

Adam and Jeannie share tips for outsourcing customer service without outsourcing your integrity and values. […]

190: Social Media with Colleagues

Adam and Jeannie share facts and stories to help you decide how and when to engage on social media with colleagues and customers. […]

189: (Tip) Understanding Your Competitor’s Customer Experience

Jeannie shares quick tips for gathering intelligence to better understand your competitor’s customer experience and how yours measures up. […]

188: (Tip) Show Your Customers The Love

In this special Valentine’s Day edition, Adam and Jeannie share simple ways you can show your customers the love! […]

187: Jacqueline Jasionowski, Improving Customer Experience

Today we interview Jacqueline Jasionowski of BMW about improving customer experience at BMW, breaking the car-buying mold and differentiating the brand. […]

186: Bobby Albert, Creating Culture

Today we discuss building culture that drives both revenue and a great working environment with author Bobby Albert, author of Principled Profits—Outward Success Is an Inside Job. […]

185: (Tip) When Customers Cross The Line

Adam shares some of the best ways you and your employees can stand up for yourselves when customers cross the line into unacceptable behavior. […]

184: (Tip) Warming Up Cold Calls

Adam and Jeannie share helpful tips for quickly turning cold calls into opportunities to spark meaningful relationships. […]

183: Online Reviews More Important Than Ever

We’ve learned some startling facts about how online reviews affect the decisions your customers make, so we’re sharing tips on how to take action today. […]